Help Centre
tu999 Frequently Asked Questions
Find answers to all your questions about accounts, identity verification, VIP benefits, and deposits — all in one place.
If a question comes to mind while using tu999, this page is your first stop. We have compiled the questions most frequently asked by players in Bangladesh — from opening an account to identity verification, VIP cashback benefits, and depositing money via mobile banking. Every answer is written in plain language so you can find a solution quickly. If you still have questions, our 24/7 support team is always ready.
Category 1
Account & Login
No, each player is allowed only one account at tu999. Having multiple accounts under the same person is considered a violation of our rules and may result in account suspension. If you are having trouble accessing your existing account, get help via live chat — there is no need to open a new account.
Opening an account at tu999 is straightforward. Go to the registration page and enter your name, mobile number, and a strong password. Keep in mind that your name must exactly match the name on your mobile banking account. Providing accurate details will prevent any issues with withdrawals later. The process takes just a few minutes to complete.
Use the "Forgot password?" option on the login page. Enter your registered mobile number and a verification code will be sent to you. Use that code to set a new password. If you cannot remember your username, contact tu999 support — after verifying your identity with your registered details, you will receive assistance.
When logging in from a new phone or tablet for the first time, a verification step may appear for security reasons. Confirm your identity using the code sent to your registered mobile number. After that, you will have access to all features as usual. Keep your username and password safe — do not share them with anyone.
Important details such as your name, mobile number, or email cannot be changed directly — you will need to contact the support team for that. After verifying your identity, submit a request to update the correct information. However, changing details that were used to complete KYC may require additional documents.
Category 2
Identity Verification (KYC)
tu999 typically requests identity verification when you make your first withdrawal, or when there is a significant volume of transactions on your account. This is a one-time process — once successfully completed, you will not need to do it again. After verification, the withdrawal process becomes faster and smoother.
At tu999, a National Identity Card (NID) is the most widely accepted document for identity verification. A passport or driving licence can also be submitted. The document image must be clear and complete — blurry or cropped images are not accepted. Make sure the name and details on the document are fully legible.
Your withdrawal funds are sent directly to your bKash, Nagad, Rocket, or Upay account. If the name on your tu999 account and the name on your mobile banking account do not match, the transaction may be rejected for security reasons. This is an important step to protect your money.
tu999 uses SSL encryption and secure servers to store your personal information. Your KYC documents are used solely for the purpose of identity verification and are not shared with any third party. For more details, please read our privacy policy.
If verification is rejected, the support team will usually inform you of the reason. The most common reasons are blurry images, a name mismatch, or an expired document. Fix the issue and resubmit clear images. If the problem persists, get direct assistance via live chat or through [email protected].
Category 3
VIP Benefits
tu999 has three VIP levels in total: Bronze, Silver, and Gold. The Bronze level offers up to 0.3% weekly cashback, Silver offers up to 0.5%, and Gold offers up to 0.8%. Each level comes with its own set of benefits, and the rewards improve as you move to a higher level.
By playing regularly and staying active, you will be automatically promoted to a higher VIP level. Moving from Bronze to Silver and from Silver to Gold depends on your overall gaming activity. The support team will let you know when you have met a specific turnover threshold and become eligible for the next level.
Each week, a set percentage of your total wagers is added to your account as cashback. The rate is determined by your VIP level — up to 0.3% for Bronze, up to 0.5% for Silver, and up to 0.8% for Gold. Cashback is generally credited within the scheduled time each week and can be used directly for playing.
In addition to weekly cashback, VIP members receive priority support, special promotions, and sometimes personalised offers. The range of rewards expands further at higher levels. The support team can always provide the latest updates on VIP programme benefits.
Yes, staying active regularly is important to maintain your VIP level. If you are inactive for an extended period, your level may be reviewed. However, once you become active again and show sufficient activity, it is possible to return to a higher level. Contact support directly for the latest information on this.
Category 4
Deposit Questions
The minimum deposit amount at tu999 is ৳300. This applies to every payment method — whether you use bKash, Nagad, Rocket, or Upay, a minimum of ৳300 must be deposited. Transactions below this amount cannot be processed.
tu999 currently supports four mobile banking methods: bKash, Nagad, Rocket, and Upay. These are Bangladesh's most popular and fastest payment methods. Using any one of them, you can add funds to your account within just a few minutes.
Log in to your tu999 account, go to the deposit page, and select bKash as your payment method. From your bKash app, send money to the provided bKash number and then submit the transaction ID. Make sure you enter the correct transaction ID — providing a wrong ID may delay the deposit confirmation. Funds are usually added to your account within a few minutes.
If money has not been credited after sending, wait a little while first — network delays can occasionally cause a short delay. If it still has not arrived, take the transaction ID from your mobile banking app and contact support via live chat. With the correct details, the issue is usually resolved quickly.
tu999 itself does not charge any deposit fee. However, your mobile banking provider (such as bKash or Nagad) may apply its own charge for sending money — this depends entirely on that provider's own policy. It is a good idea to check the fee structure in your mobile banking app before making a transaction.
Rocket is Dutch-Bangla Bank's mobile wallet service. However, it is not limited to DBBL bank account holders — anyone can download the Rocket app, register, and use it. You can keep money in your Rocket wallet and deposit directly to tu999. It is just as easy and fast as Nagad, bKash, and Upay.
Have more questions?
Our support team is available 24/7 to assist you. You can get help in either Bengali or English.
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